Helping organisations to elevate their journey in hospitality
"No one who ever changed the game did so by being reasonable”
- Will Guidara. Author of Unreasonable Hospitality
Stone Feathers work with organisations that want to improve their operations, strengthen team dynamics and culture, and elevate hospitality by understanding emotional luxury and the lasting emotional impression people carry long after an experience ends. We help organisations to elevate their journey in hospitality.
Leadership rooted in trust, clarity, and human connection
The Stone Feathers Client Journey
Most organizations have strong standards, systems, and intent but something still feels missing. This first phase builds a shared understanding of emotional luxury: how people experience your brand, leaders, and culture in practice, not on paper. Teams begin to recognize emotional luxury intuitively, not by ticking boxes.
Module 1
Understanding Emotional Luxury
Format: 4 hours facilitated session
Once emotional luxury is understood, leaders must learn to hold and protect it. This phase builds awareness of the emotional responsibility leaders carry, showing how trust, clarity, vulnerability, and presence shape the everyday experience of their teams. Leaders become conscious of the emotional climates they create, strengthening trust and psychological safety. Teams emerge where people feel seen, supported, and accountable.
Module 2
Leadership & Human Connection
Format: 4 hours facilitated session
What leaders believe is happening is not always what teams experience. This phase brings Stone Feathers into the operation— observing, listening, and identifying where intent, behavior, and experience are misaligned.Blind spots are surfaced with care and honesty. Emotional and operational breakdowns are identified. Culture and service are seen as they truly are, not just as intended.
Module 3
On-site operational Advisory
Format: 12-hour retainer-style engagement, including on-site observation
“People will forget what you said. People will forget what you did, but people will never forget how you made them feel"
- Maya Angelou, American poet and civil rights activist
A message from Our Founder, Jeremy Andre Cheah
During my 20 years spent in the hotel industry, I have had the privilege of working with hotels recognised among the World’s 50 Best and awarded Forbes Five-Star. Leading world-class butler teams as a Head Butler shaped my understanding of excellence not only in standards and refined service delivery, but in the discipline, systems, and leadership required to sustain them.Those experiences showed me what world-class looks like. Even at the highest levels, luxury can drift toward form over feeling, execution over experience. When that happens, emotional connection is lost and without connection, service becomes a transaction rather than a moment of meaning.Stone Feathers was created to bring emotional luxury back to hospitality, the experience of being truly understood, respected, and cared for. I believe this is not something reserved for luxury five-star environments. It is a mindset that can live within any organisation, any team, and any individual who chooses to be intentional.At its heart, hospitality is a personal journey. This is where culture and leadership matter most. True hospitality is not built through scripts alone, but through environments where people feel valued, empowered, and connected to purpose.That is the work of Stone Feathers. And it begins from within.
A Singapore-based, founder-driven advisory firm focused on Emotional Luxury and Human Connection.